Quality Analyst

The Quality Analyst is responsible for evaluating customer interactions to ensure standards and protocols are adhered to.

Summary of Job Responsibilities

• Record evaluations utilizing appropriate monitoring programs provided.
• Responsible for monitoring calls on a daily basis
• Record and provide feedback to employees on call interactions
• Recommend process improvements

Requirements

• Must have a minimum of 1 year experience in role
• Candidate should have excellent written and verbal communication skills
• Should have exceptional listening and analytical skills
• Must be able to conduct coaching session to improve standards of call
• Should be able to create training programs
• Must be able to make decisions that align with company goals